Customer Service Rep Position Available In Hernando, Florida

Customer Service Rep 3.4 3.4 out of 5 stars 922 Ponce De Leon Boulevard, Brooksville, FL 34601 Customer Service Representative 1 (CSR 1) Performance Expectations The Customer Service Representative 1 will serve customers in person, by email, text or on the phone at branch locations. The CSR 1 will play a fundamental role in achieving our ambitious customer acquisition, retention, and revenue growth objectives. They must be friendly, knowledgeable, helpful, and detail oriented. As a Team Member at Tri County Metals Team Member Development, Growth, & Engagement . Teach and use 6E’s during every customer encounter. Follow the Vision Statement, Mission Statement and Core values. Exemplify our core values “Do Your PART” in everything that you do. Teach “The TCM Way” by your attitude, your actions, and your words. Commit to following our Standard Operating Procedures and Team Member Handbook 100% of the time. Complete your required amount of monthly training. Follow the Team Member process by participating in monthly one-on-ones, quarterly touch-bases and annual assessments with their lead/leader of their team in which you collaborate to develop and execute a growth plan to “better their lives and increase their value to TCM.” Implement improved operating rhythm to drive employee engagement and development. Attend the Weekly Level 10 Team Meetings. Participate and receive the required amount of monthly training per Team Member. Expectations for your Role Compliance with efficiency standards for your Branch Location . Use EDGE Success and sales invoice breakdown Order Accuracy Rate (OAR) to review performance. Learn & Assist with the Accounts Receivables Aging Report. Train on our Standard Lead Times, Stocked Colors, Panel Limitations, Return Policy, Panel Specifications, Trim Specifications, Specialty Trim Policy and Capabilities. Follow 100% of the time our On-Time Complete Process. Innovate the Customer Service Experience . Determine and understand customer requirements and expectations to recommend specific products and solutions to their needs and desires. Accurately process customer transactions such as estimates, sales orders, invoices, payments, credits, cases, and RMA’s. Provide solutions and/or alternatives to customers with issues; follow up to ensure resolution. Document customer interactions. Maintain a clean and organized work area, understanding you are the first impression of the customer experiences from our company. Share in warehouse duties, track inventory, loading customers, and operate forklift in the warehouse while assisting customers both internal & external. Drive Customer Service Improvements via operating rhythm, leadership and measurables. Must be able to perform CSR 1 level metrics in the first 9 months. Score > 80% on CSR 1 Exam. 6 E’s > 70%, evaluated every rolling quarter. Order Accuracy Rate (OAR%) > 85%, evaluated every rolling quarter. On-Time Complete (OTC%) > 93%, evaluated every rolling quarter. Branch Warehouse Team Member (If Applicable). Warehouse work where temperatures may reach 30 degrees to 100 degrees Fahrenheit. Inventory – 95%. No Job packs over 30 days old. No expired inventory (Sealant, Paint). Housekeeping Maintained. Drop Ship Items Replenished. Weekly Safety Walk. Accountable to all CSR Metrics the Team Member is currently in, excluding Order Entry Goal Role Requirements Skills Needed. Service Oriented – look for solutions to customers’ needs. Understand business fundamentals. Detail oriented and able to multitask. Technical knowledge of roofing and company products. Ability to communicate via email efficiently. Prolonged periods sitting at a desk and working on a computer. Understanding and ability to use Microsoft Excel, Word, and PowerPoint. Experience with using, and scheduling Zoom calls, and presenting / screen sharing. Effective listener, communicator, negotiator and excellent phone, text, and email skills Organized workflow, and able to generate reports upon request Able to use NetSuite for process flow, reporting, and researching customers and contractors Problem solver, critical thinker, able to handle multiple issues at a time Professional demeanor and good knowledge of computer software and hardware Must be able to lift 40 pounds unassisted. Education/Experience. High school diploma or equivalent. Inside Sales or Customer Service experience is preferred.